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ServiceNow Business Process Consultant

00070237641

We are hiring ServiceNow Business Process Consultants across all experience levels. The BPC role is at the heart of every ServiceNow engagement — translating business requirements into platform solutions, bridging stakeholders and delivery teams, and ensuring every implementation is anchored in sound process design and organizational readiness.

Role & Responsibilities

• Facilitate and document requirements workshops with business and IT stakeholders across all relevant process areas

• Translate business requirements into ServiceNow configuration specifications, process maps, user stories, and functional design documents

• Maintain requirements traceability matrices and ensure all requirements are tracked from discovery through to sign-off

• Advise stakeholders on ServiceNow capabilities, standard processes, and configuration options for their module

Requirements

• Minimum of 5 years Business analysis experience

• Strong facilitation and communication skills — able to run workshops and manage diverse stakeholder groups

• Ability to produce clear, structured BA artefacts: process maps, user stories, test scripts, RTMs, and RAID logs

• Understanding of the ServiceNow module relevant to your primary specialism — hands-on platform exposure is an advantage

• Good understanding of Agile/Scrum — comfortable participating in sprint ceremonies and iterating on requirements

• At Senior/Lead level: proven track record owning full BA workstreams, leading change management, and engaging executive stakeholders

Domain knowledge

• ITSM: ITIL framework, IT service desk operations, change and problem management processes

• ITOM: IT infrastructure environments (server, network, cloud); CMDB governance and CSDM concepts; Discovery scoping and CI lifecycle management

• HRSD: HR service delivery processes across HR COEs; PDPA and HR data privacy awareness

• CSM: omnichannel customer service operations, SLA/entitlement management, contact centre processes

• GRC/IRM: enterprise risk, compliance, and audit processes; MAS TRM and ISO 27001 awareness (Singapore-regulated clients)

• SPM: portfolio and project management methodologies (PMBOK, PRINCE2, SAFe); PMO operating models

• FSM: field service operations, scheduling, work order management, and asset maintenance governance

Certifications

• ITIL Foundation v3/v4 — Preferred at all levels

• ServiceNow CSA — Preferred from BA level; advantageous at Associate

• ServiceNow CIS in primary module — Preferred from Senior BPC level

• CBAP / CCBA — Advantageous from Senior BPC level

• Agile / Scrum Practitioner — Advantageous at all levels

• Domain certifications (e.g. ISO 27001, PMP) — Module-specific advantageous

Education

  • Degree in Information Systems, Computer Science, Business, Engineering, or equivalent practical experience.

About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
  • Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
Can Amita
The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
1 (2)
Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer

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